Mills Properties

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We removed the erroneous late fee charges and the $charge for the dirty kitchen floorThe remaining charges are legitimate and we have the move in condition form from Ms*** if you need to see itWe also take pictures of any and all damage to the apartment upon move outA letter was
sent to Ms*** stating she could be present for the inspectionThere was no call recorded ahead of time, showing her intention to be there during the inspection processIf you need any of the paperwork mentioned, please let me know!

Complaint: ***
I am rejecting this response because: I asked general questions to the leasing agent and did not get proper responsesI think the problem is that the customer service is so bad that it makes the employees defensive au***atically so their job is full of stressI advise that the company take more of a customer friendly approach to usher in new applicantsThe screening of management calls, lack of manager presence and berating tone of the staff members are extremely toxic to any businessHowever, I still seek the corporate contact information as I'm not convinced this company is legitimateIt seems like the staff is operating under the same impression.
Sincerely,
** ***

Initial Business Response /* (1000, 5, 2015/06/18) */
Contact Name and Title: *** ***-Property M
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@millsproperties.net
Hello, my name is *** *** A fellow manager with Mills was helping me fill in at Ely Walker while the full-time
manager was out of the officeWhen I first came to the community to help, I emailed all of the residents from June through August's renewals to see if they are interested in renewing their leases as I was unaware if this had been completed*** responded to my email explaining the previous manager sent him a "reminder" with his lease expiring 6/21/and my email stated it expired 6/16/The reminder could have been an error, as I do not have a copy of the reminder sent*** did email his day notice according to the reminder sent rather than his actual lease ending dateWhen *** and I spoke, he was unhappy with the communication that was sent and with his notice dateI did explain to him that the lease protects both parties and that all residents are responsible to give a day notice according to his or her lease contractThe reminder that could have been sent might have been an error, if it was sent, but it is not a legal document*** did give notice on April 21st via email, resulting in his lease ending on June 21stIn general, Mills Properties requires a day notice from all of our residentsAt this current time, we must uphold the day notice that was received

Per our records on this resident, we show that no notice was given of the move-out. The keys were turned in on 8/6/12, two months before the lease fulfillment move-out date of 10/30/12. Her ledger also shows no payments were made after 7/2/12. We were unable to find maintenance records or memos...

regarding a broken door from the time this resident resided in the apartment. However, as it has been five years since this resident vacated the apartment, we are willing to work with her to reduce the amount that was sent to collections as per her request. The current property manager has reached out to the third party collections company and they have been instructed to contact Ms. [redacted] to accept her requested $1100 settlement. Thank you.

Hello,In regards to the noise complaint from this resident, the property manager has had multiple conversations to resolve the complaint. The property offered him 3 options: to move to a different Mills community, move to a different apartment within his current community, or early termination in...

which he would pay the early termination fee. The resident has refused each of these options and will only speak to the property manager via email communication. The regional manager has also called the resident and left him a voice mail to discuss his options and resolve his issue, but they have not been able to speak directly to him yet.

[redacted] lived at this property when it was under previous ownership.  Mr. [redacted] was never a resident of Mills Properties.  At the time that he resided at this property it was West Pointe Apartments.  Mills properties purchased Bennington Heights on 10/24/2012. ...

Prior to that time it was owned by Gannon Properties.  Gannon used [redacted] to collect on their previous resident accounts.  They can be reached at [redacted].  I hope this information will be helpful.

Complaint: [redacted]
I am rejecting this response because:I was never offered the option to move to a different unit at another Mills Properties. The only option I was given, and I quote, was to,"Pay the remainder of what I owe, or tough it out." This is why I have been calling Mills Properties corporate offices in St. Louis and am trying to call back the regional manager. Don't make up lies and act like you have been trying to fix the situation.
Sincerely,
[redacted]

The property reached out to this customer and they worked together and came to a resolution. The property has agreed to refund the customer's remaining $70 of the security deposit and stated the the customer is satisfied with the resolution. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Even though the apartment complex was not the one to contact me as said. I had to contact them multiple times by phone and once in person.
Sincerely,
[redacted]

After reviewing her ledger and speaking with the property manager, some of the items the resident mentioned are not accurate. The resident was not charged a full month of rent in November. She was only charged 2 days ($90.66) through November 2nd, the day she officially turned in her keys and...

vacated the apartment, as she mentioned. The other fees that were charged were her utility billing, which is mailed to her each month (it is charged in arrears so she received her final statement at time of move-out) and the extra cleaning and carpet replacement charges. The condition of her carpet was irreparable (due to stains and pet odor) and her apartment was not cleaned upon move-out. There was a $60 charge for cleaning and the total invoice for the replacement of the carpet and pad was $1057.80. Mills uses a third party company to manage move-out/post move-out charges. This is included on notice and move-out statements to all residents. Residents have 30 days to pay or make payment arrangements with [redacted] before they are officially in collections, as is stated on the letters they send to residents. The property has worked with the resident on numerous occasions, including the non-renewal of the neighbors 5 months before she moved out as well as working to find a new resident for her apartment when she stated she needed to move out because her condo was closing sooner than expected. We apologize she was unable to clean the apartment due to her situation, but through our email contacts, she understood that leaving the apartment in good condition was a requirement upon move-out. We are willing to deduct the $60 for the additional cleaning from the total costs. We will contact [redacted] so they are aware she is now responsible for $1241.58, however, her account cannot be paid with Mills; she will need to contact [redacted] to handle payments.

After reviewing the resident's work orders, we were able to confirm her maintenance requests for hot water. Each time the request was entered, the maintenance team member responded well within 24 hours (or same day). The pilot light was re-lit and hot water tested. They also found in one instance...

the shower head was clogged, causing back pressure on the moen stem, which was fixed as well, and tested with hot water being 120. As of 12/29, the maintenance supervisor did agree to replace the water heater per the resident's request and this has been completed.

The community did recently have a property manager transfer. The property manager spoke with [redacted] and relayed her concerns to the regional manager and after listening and discussing the issues and resolution options with [redacted], the property manager agreed to release [redacted] from her lease agreement with...

a reduced 30 day notice with no termination fees. We believe this is a fair and satisfactory resolution.

The property manager has spoken with the resident several times since this complaint. Additionally, the home was treated on Wednesday in addition to twice before that by a professional pest control company. To our understanding, the property manager and the resident have set up a plan of action...

involving pest control treatments and the resident is satisfied with this solution. Thank you.

Complaint: [redacted]
I am rejecting this response because:
They have agreed to waive the $65.00 fee due tp the promise to pay agreement signed and filed, the paperwork...

and bank statements showing proof of payments, but they failed to give me my $15.00 credit due to over my over payment the is shown on the same paperwork.
Sincerely,
[redacted]

The issue that the resident is referring to is from two years ago. The resident was previously transferred from this apartment. The property has been in contact with this resident to explain that due to the length of time since the incident and the lack of evidence, no monetary compensation will be...

given.

Regarding the back-up, the office received a bid from [redacted] (plumbing contractor) on 1/24/17 in the amount of $3,280 for extensive work needed in the kitchen. The bid was approved on 1/25/17. The property was waiting to find out when the plumber could schedule the job when the resident came...

in on 1/29/17. The property let him know at that time he would need to be moved to another 3 bedroom apartment (there were 2 available options) and that his rent would be kept the same and he would be offered a flexible lease term. The property called him on 1/30/17 and 1/31/17 and left messages. On Wednesday, 2/1/17 Joseph visited the office to speak to the property manager, who informed him of an apartment he could move into that was right upstairs from him in the same building. He said he wanted to keep a 1st floor. As there were no others in his building, he was offered a 3 bedroom in a building right beside his building and it would be like moving across the yard with no stairs to deal with. He said he didn’t really like his current apartment because it was small and would probably want to move anyway, and was then informed he could transfer within Mills and was given pricing on 3 bedrooms in a sister Mills community. We feel the community did their best to communicate and find a resolution for the resident. The property understands the inconvenience and offered multiple options to the resident to work with him due to the inconvenience. The property has agreed to additionally offer the resident $500 off his rent (½ of what he pays) for compensation, and this offer is regardless of if he transfers within The Pavilion community or vacates.

Bennington Heights was not aware that Ms. [redacted] felt unsafe living here.  I cannot respond the specific experiences that she included in her statement since I was not aware of them at the time that they were stated to have occurred.  When we receive her notice to vacate a notice to...

vacate confirmation letter was sent to Ms. [redacted].  The termination fee was not included on the letter but it is part of the lease agreement.  Upon submitting a complaint to Mills Properties disputing that it was not listed on her notice to vacate confirmation letter the termination fee was waived by [redacted] the Senior Regional Manager for Bennington Heights.  [redacted] was notified of the revision to Ms. [redacted] balance.  It is our policy to send all previous resident balances to [redacted] and this is stated on the notice to vacate confirmation letter that Ms. [redacted] received from us on 1/22/2016.  Regarding the remaining balance due the carpet was damaged beyond cleaning or repair.  The carpet was installed on 1/14/2013 @ $812.32 just prior to Ms. [redacted] move in date of 2/1/2013.  She was charged $297.85 22 months loss.  The apartment was also left very dirty and required much trash out.  Photos are attached.  We have agreed to waiving the termination fee.  However, the account still has a balance due for damages so we do not feel it warrants being removed from collections.  We look forward to your response and recommendatio

We believe this to be true to the best of our knowledge based on multiple conversations the property has had with the resident. After our original response, our regional manager was able to contact him via phone and we were informed that from their conversation and the options discussed, Mr. [redacted] decided he would like to vacate at the end of his lease in November. He was also offered for someone from the office or maintenance to go with him to the neighbor’s unit to visit to try to smooth things over as he believes the hard stomping gets louder every time he complains to the office.  He said he would let the office know if he chose to go that route. He said he would like to look for a house or duplex because he can’t live below anyone anymore and suggested he might leave early and continue to pay through his expiration. Our property manager and regional manager are working hard to resolve this matter with the resident and believe we have done everything within reason to resolve this issue. Thank you.

Complaint: [redacted]
I am rejecting this response because: of the wording stated in the emails. It appears conflicting to me regarding the prorated dates. The 30 day option is accepted with the vacate date of 07/17/17 with no penalties or fees. I need to  clearly see in writing that the lease termination will be treated as if it met all contractual agreements, prorated thru 07/17/17. In addition to the refundable deposits, the fraudulent occupancy inspection fee, and no negative rental credit reporting, or tenant commentary.  Presently the second email refers to the initial 60 day prorate date. I had having troubling attaching the emails to this response.
Sincerely,
[redacted]